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Organizational Purpose
By Bill Self on May 18, 2011
All customer-centered businesses have confidence in their capabilities and inventiveness. Their leaders educate the organization by modeling creativity and calling on inner resources to take care of every situation.The message is clear: “Focus on our customers rather than ourselves.”
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Posted in Organizational Purpose | Tagged Company Culture, Creative Ideas, Customer Strategy, Employee Motivation, Great Performances, Positive Leadership
By Bill Self on May 4, 2011
Mature organizations have chosen to center their activities on what is best for the customer. Their primary purpose is customer success and they approach this goal with, as Nietzsche said, the intensity of a child at play.
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Posted in Organizational Purpose | Tagged Company Culture, Customer Connection, Organizational Purpose, Vision
By Bill Self on January 5, 2011
Real customer-centricity will not happen without a strong culture that is empowered to think first about customer needs. Changing the culture of your business from product-centric and rules-driven requires leadership that expects employees to “do the right thing” for customers
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Posted in Organizational Purpose | Tagged Customer-Centered, Employee Empowerment, Organizational Culture, Positive Leadership
By Bill Self on December 8, 2010
There is a pattern in all of the four pictures of Matisse, which allows the viewer to recognize him. Likewise, in organizations there is a wholeness, which is recognizable by customers. This wholeness is the real nature that determines everything about the organization.
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Posted in Organizational Purpose | Tagged Customer Closeness, Customer Experience, Customer-Centric, Differentiation, Organizational Culture
By Bill Self on December 1, 2010
Customer-centered organizations create a deeper relationship with customers. By moving beyond a product-centric, “A to B” mentality, their culture of continuous improvement for all of their customers builds a more substantive relationship. They are legendary, rather than ordinary.
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Posted in Organizational Purpose | Tagged Customer Closeness, Customer Loyalty, Differentiation, Organizational Culture
By Bill Self on October 13, 2010
Imagine a corporate culture that is like a tree’s root system. It would be more alive and ready to “accept a much wider range of variations and possibilities.” Being customer-centered is not mechanistic; it is natural.
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Posted in Organizational Purpose
By Bill Self on September 15, 2010
Making sense begins with the recognition that meaningful work involves finding a better solution for the customer. If the old structure was static, the new version is metamorphic: in readiness to become something else if that is what helps it connect with its customers.
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Posted in Organizational Purpose | Tagged Customer Closeness, Customer Solutions, Organizational Culture, Organizational Purpose
By Bill Self on September 8, 2010
All organizations should have a clean, clear vision of how they look to their customers—a 3D version that includes every aspect of the relationship. It doesn’t just happen. The organization must create a system to “shine a light” on itself in order to be useful to the customer.
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Posted in Organizational Purpose | Tagged Customer Closeness, Design Thinking, Organizational Culture
By Bill Self on August 25, 2010
When the core value of an organization rests on what is best for the customer, a culture is created in which employees are part of a group that has “clicked” by being customer-centered.
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Posted in Organizational Purpose | Tagged Company Culture, Customer Closeness, Employee Motivation, Organizational Purpose
He is a member of the National Speakers Association and delivers dynamic presentations on the transformative power of genuine customer-centric behavior at conferences or in settings for individual companies. Visit Bill's speaking page to learn more.
